Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Certified Pre-owned (CPO) vehicle and a prepaid service with my 2022 Volvo XC60. During the purchase process the salesperson and the financial manager assured me both the *** warranty and the pre-paid service package were valid in *********** since I was moving to *********** and would not purchase the vehicle if these were not valid. They confirmed they were both valid and I proceeded to complete the purchase in October 2022. When I took the vehicle for the first service I ***********, the dealer indicated the service was not covered and they charged me for it. I communicated with the financial manager at Osteen Volvo to ask for reimbursement and after various attempts they send me forms to cancel the prepaid pacakage. I inquired about any penalties and no response. I also inquired about the *** warranty and also email the sales manager and as of today no response. I relocated back to Jacksonville but my vehicle remains in *********** as I could not afford to move it back an I use it every time I go to PR and my family uses it as well. I am seeking resolution on the two items: CPO warranty and pre-paid maintenance package which were part of the sales transaction and are not being provided.

  Customer Answer

  Date: 10/17/2024

  My wife sends them email correspondence on the following dates:

  Calendar Year 2023: 28 Aug, 21 Sep, 3 Oct, 4 Oct, 23 Nov, 28 Nov, and 15 Dec. (***** *****)

  Calendar Year 2024: 12 Jan, 16 Jan, 6 Feb, *7 Feb, *3 Apr, *4 Aug. (***** ***** and *** *****

  Business Response

  Date: 10/18/2024

  We sent the customer a maintenance contract cancellation in February and the customer never signed and sent back as she was asked to do. We called her today and she said that she will sign and send back, and then we can process her maintenance cancellation. Customer did not pay anything additional for a CPO or extended service agreement coverage, so there is nothing to refund the customer of on that. Thank you

  Customer Answer

  Date: 10/28/2024

  The dealer sent me the paperwork to cancel the service contract and clarified the concern of not receiving a full refund. The manager confirmed we would be getting 100% refund. Additionally, the manager offered a $895 compensation for not been able to offer the *** warranty. I am waiting on the check. 

  Customer Answer

  Date: 10/28/2024

  The dealer sent me the paperwork to cancel the service contract and clarified the concern of not receiving a full refund. The manager confirmed we would be getting 100% refund. Additionally, the manager offered a $895 compensation for not been able to offer the *** warranty. I am waiting on the check. 

• Initial Complaint

  Date:07/31/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a new transmission for my Volvo 2010 XC90 11/20/2017. The only reason I did so was because I was told the new transmission came with a life time warranty. The problem was that the transmission was stuttering/hesitating. A few months ago the transmission once again started stuttering/hesitating just as it had done before. I took the vehicle to O'Steen Volvo in Jacksonville FL. I'm being told that they are not going to honor the warranty because the cause was due to an outside influence. They are saying the radiator is bad and made the transmission go bad. The symptoms are exactly like the first transmission issue and the radiator isn't bad.

  Business Response

  Date: 07/31/2024

  Good afternoon,

  I am told that the work and part in question were from a different dealership, not O'Steen Volvo Cars of Jacksonville. I am told that the manufacturer is not covering the claim as there was a different component that failed, other than the warrantied part, that then damaged the warrantied part... causing the warranty to be null and void. My best advice would be to reach out to the dealer that performed the work and ask why they did not replace the other component that caused this issue. Very sorry that you are having these issues and please let me know if there is anything that O'Steen Volvo Cars of Jacksonville can do to assist. Thank you       

  -***********************

  Customer Answer

  Date: 08/02/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 22069202

  I am rejecting this response because:  The reason for rejecting the warranty is invalid.

  Regards,

  *********************************

  Business Response

  Date: 08/06/2024

  *******,  the claim was denied by the manufacturer. I would be happy to complete the work at no charge to you, if the manufacturer approved that they were paying for the work. ******* has done nothing wrong, so I do not know why you are going to such great lengths to try to put ******* at fault for anything. You should reach out to the dealer that did the work on the vehicle or Volvo ************** if you are not satisfied with their answer. Thank you

  -***********************

  Customer Answer

  Date: 08/11/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 22069202

  I am rejecting this response because:

  Chip,
  
  Just to give you more information on the matter. I took the vehicle to ***** Volvo of Ownings *****, MD on 11/07/2017,mileage *****, reporting the there was a stutter/hesitation in the transmission.  It was determined that a new transmission was required.  Since I was the 3rd owner it wasnt covered under warranty, so I had to pay out of pocket.  Had I not been told that the replacement transmission came with a lifetime warranty, I would not have agreed to the expensive service. 
  
  Now the replacement transmission is failing with the exact same issue approximately 85K miles later.  As suggested to me by more than one person, I should take the vehicle back to the dealership that did the initial replacement.  There are 2 reasons that isnt an option, I now live in ******* and dont feel safe driving the vehicle back to MD in its current condition and even I did so, the dealership in MD is no longer a Volvo dealership. 
  
  Ive had the vehicle serviced twice before by O;***** and found the staff to be professional, efficient and friendly. The OSteen staff has been helpful, and I feel wanting to assist in fulfilling the replacement under warranty but are being told by some other entity that the claim is denied.  I have seen an ambiguous statement excerpt from a partial document that sates the There is no coverage for parts needing replacement due to any outside influence.  That is a very open-ended statement. There was no outside influence, the transmission failed to keep out fluid that contaminated the transmission. There is also no direct connection from the so-called outside influence,the radiator, to the transmission.  The radiator did not fail, the vehicle has shown no sign of it.  Is it possible the diagnostic of the problem is incorrect.  The first diagnostic was incorrect, the second maybe as well. 
  
  The transmission system permitted outside contaminating fluid to enter the transmission.  The transmission warranty should be honored. 

  I have no option but to make ******* the bad guy here.  The transmission was replaced because of the exact same issues it has now.  I except the warranty to cover the replacement again.  I purchased the transmission from an authorized dealer and your dealership is the closest to me.  The entity ******* the claim is in the wrong.  I'm sorry, the but the burden of fighting them on this issue it in your wheelhouse.  
  

  
  Regards, 

  *********************************

   

   

• Initial Complaint

  Date:04/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made an appointment in September 2022 for maintenance on my 2011, Volvo, C70 convertible. The following is the timeline of events and actually text communication during the period they had my car (9/2022 - 12/2022):
  ***: 9/26 - Good afternoon we began repairs on vehicle, but because of weather conditons we will only be able to resume repairs on Friday.
  
  Note: there is no mention of my top not working at all
  
  **: 9/30/22 - Technician is out today he will be back Monday to resume repairs
  
  ** 10/3/22 - Good afternoon **** *******, we are having difficulties giving the top up, as we try to fix the wings, the lid moves down, vehicle may need a hydraulic pump but we are going to get the wings taken care of first and than go from there.
  
  **: 10/10 - Good morning **** *******, just checked on parts still waiting for arrival!
  
  **: 10/24 Part will be here today, so vehicle will be completed end of today or early tomorrow!
  
  Me: thank God
  
  ***: 10/24, Yes ma'am, thank God ! I can only imagine ! We will have her back to your shortly !!
  
  *** 10/26 technician has vehicle in shop says it will be completed tomorrow !
  
  Me: 11/30 after months in shop and multiple parts on put on and taken off and car top completely inoperable with no resolution in sight, I requested my car back.
  
  ***: 12/6, car delivered with damage and I immediately sent pics of damage with pictures
  
  Me: 12/6 Hello, I need the name and email for service manager. I inspected my car and have some damages...dent in top, scratches and my wind divider is torn.
  
  ***: 12/6 I apologize for that **** ******* :(
  
  ***: 12/6 He will get this taken care of for you
  
  *** : 12/6 Hey **** ******* can you text me pictures of the vehicle please ************
  
  Me: 12/6 I did to the **** number
  
  ***: 12/6 The last one I don't see the dent
  
  They never denied damages to car top or my visor with hole until I sent demand letter asking for 1/2 of bill to fix top and replace visor in amount of $1100.

  Business Response

  Date: 04/26/2023

  This customers initial visit with us was for us to look at her convertible top that was not working and that is documented. Customer is trying to state that we broke it, when in reality she brought it to us to fix because it was broken. Customer was not in for routine maintenance. Customer was in because she had a broken convertible top. We would have been more than happy to pay for the repairs if we had broken it. We did not break it, therefore we are not willing to pay for it. All of this is well documented. Thank you